Singaporeans expect streamlined services from F&B operators as dine-in picks up

From take-away options to in-store dining, Singaporean consumers increasingly expect food and beverage (F&B) and quick service restaurant (QSR) operators to offer technology-enabled experiences. 

The 2020 report commissioned by Adyen found that 88% of Singaporeans avoided dining out during the pandemic. A similar trend was observed globally, with 82% of survey respondents in APAC and Europe – and 79% in the US – keeping away from physical F&B establishments. Additionally, of all the Singapore respondents who have avoided visiting bars and cafes, 62% cited the lack of safety of being in proximity with strangers as a key reason. This was well ahead of Hong Kong (58%), Australia (55%), and Europe (44%). Singaporeans will remain cautious moving forward, with almost half (47%) saying they will dine out less following the pandemic, compared to only 29% of respondents globally. 

However, the report also found that 42% of Singaporeans thought restaurants did a good job in adapting during the pandemic. Building on this positive momentum, Adyen has released four trends that F&B and QSR operators should offer to cater to the new demands and expectations of Singaporean consumers moving forward: 

• cross-channel purchasing options: with the pandemic-induced dining restrictions still in effect, consumers have turned to other channels, including delivery and take-away. More than half of Singaporean consumers (62%) used take-away apps such as Deliveroo, FoodPanda, and GrabFood more during the pandemic than they did previously. Having been habituated by this, 43% of respondents in Singapore said that they would like restaurants to remain available on such apps when things return to normal, while 36% will still want to support restaurants by using take-away and delivery platforms despite dining out less following the pandemic;

• use of technology to improve the in-store experience: 41% of Singaporeans would like restaurants to use technology to streamline their experience. This includes implementing self-service checkouts and kiosks or pay-at-table technology. While this has been a growing trend for some time, there is even more attention on this now from consumers as they seek for contactless options, as well as personalised services. In 2021, Adyen anticipates that robotics will continue to emerge as well; 

• roll-out of subscription services: traditionally more associated with health and weight-loss meals, customers in Singapore are starting to appreciate subscription services. The report found that 38% of respondents signalled their interest in using these for products, including food, to reduce the amount of time they need to shop; 

• improve customer loyalty programmes: the F&B space was highly competitive in Singapore during the circuit breaker period, and now as restaurants are opening again, they need to woo back the diner. Most Singaporeans (81%) said that food and hospitality businesses need to improve the ways they reward consumers for shopping with them.